Marcello Milazzo

Customer-centric and highly organised professional with comprehensive experience leading and developing high-calibre restaurant/hospitality teams to meet client needs and expectations. Passionate and self-motivated individual with solid history of improving guest experience by delivering best-in-class services. Deeply familiar with all facets of restaurant operations management, such as F&B, labour cost controls, and P&L analysis. Equipped with vast practical experience in leading hotels, restaurants, and bars’ front and back-of-the-house operations. Recognised for demonstrating outstanding safety and hygiene across the hotel/restaurant by enforcing compliance with food safety and health guidelines. Articulate communicator; adept at liaising with customers and fostering long-term professional relationships by employing extraordinary interpersonal communication skills. 

Areas of Expertise:

Team Leadership & Training 

• Customer Experience Improvement 

• Hospitality Operations Management 

• Budgeting & Scheduling 

• Pre-Opening 

• Customer Service & Support 

• Business Cost Reduction 

• Cross-functional Collaboration 

• Sales & Marketing Management

 Management Key Career Accomplishments 

• Drove significant revenue increase from £25K per week to £85K per week. 

• Achieved a 65% revenue growth at LSQ Rooftop and a 30% increase at Garden Rooftop. 

• Enabled LSQ Rooftop to be nominated as the best Rooftop in the UK by the Rooftop Guide in August 2022. 

• Ensured optimal utilisation of resources by assisting Aqua Shard in budgeting and forecasting for 2019 – 2020 period. 

• Boosted revenue at San Carlo Group by implementing control measures during service and establishing a dedicated training section for staff, resulting in a 200% revenue growth in just 6 months and reducing payroll to 32% from 45%.

Criterion, Trocadero General Manager | Operation Manager 2021 – Present Opened after Lockdown. Create excellent quality standards for products, whilst significantly improving staff performance and efficiency by competently supervising day-to-activities. Oversee LSQ Rooftop, Garden Rooftop, Victory House Wine Bar, and new opening of Zedwell SkyBar Rooftop in 2023 by employing in-depth field knowledge. • Achieved operational excellence through excellent management of labour, policy decisions, and quality/safety control. • Surpassed business financial goals as well as maximised guest satisfaction by fostering seamless collaboration with diverse operational areas. • Navigated challenges faced by hospitality industry in finding experienced and professional staff, whilst effectively steering three venues to deliver exceptional results. San Carlo, London General Manager 2019 – 2020 Improved customer experience by delivering best possible experience in authentic Italian dining in London. Enhanced ambience and visual appeal of restaurant by creating and implementing a stylish and contemporary interior design. Added an interactive and personalised touch to dining experience by delivering exceptional table-side service. • Decreased expenses by 10% through implementation of cost-cutting measures. • Accommodated a capacity of 150 guests by managing and ensuring seamless operation of restaurant. • Provided guests with an unforgettable dining experience by developing chic alfresco dining terrace, offering stunning views of Regent Street. • Maximised customer reach and satisfaction by strategically positioning restaurant in a prime location to attract business meetings, shoppers, and theatregoers. Aqua Shard, London Bridge Senior Restaurant Manager 2018 – 2019 Delivered exceptional dining experience by presenting innovative contemporary British cuisine, as well as enhancing guests with breath-taking views from restaurant, three private dining rooms, and spectacular three-story high atrium bar. • Raised profitability by achieving an outstanding monthly turnover of over 1.2M. • Drove remarkable 15% reduction in staff turnover by cultivating a culture of employee engagement. • Established a high-performing work environment by expertly managing dedicated team of 150+ staff members. • Ensured seamless workflow by acting as Duty Manager in absence of AGM and providing astute oversight of all departments, including Housekeeping, Bar, Kitchen, and Restaurant. Tompkins & Attic Sky Bar, Battery Club, London Multisite General Manager 2012 – 2017 Oversaw operations at Tompkins, a spacious modern brasserie and steak joint located in a prominent Docklands skyscraper with a focus on delivering exceptional dining experiences and managing a large waterside terrace. Managed the luxurious cocktail and champagne bar, Attic Sky Bar, situated on the 48th floor of Pan Peninsula in London. Led the successful launch and management of Battery Club Canary Wharf, a unique and recently established wedding venue, featuring a relaxed members' lounge on the 4th floor. Curated an atmospheric late-night drinking and social club on 3rd floor, featuring a chic long bar and a New York-style tin plate ceiling. Executed seamless event planning and coordination to offer a capacity of 50 seated and 100 standing on the 3rd floor, whilst accommodating up to 80 seated and 150 standing on the 4th floor. 

• Generated revenue growth of $8M through strategic marketing planning and successful event management.

• Boosted customer satisfaction by providing comprehensive oversight of operations and events of three venues. 

• Managed a team of 85+ individuals by showcasing extraordinary leadership skills and providing effective guidance. 

• Achieved remarkable 20% increase in overall event revenue through implementation of effective pricing strategies, upselling techniques, and exceptional customer service. 

• Ensured seamless operations and provided an exceptional experience for up to 100 guests by assuming the role of GM in a luxurious cocktail and champagne bar. 

• Obtained exceptional results by operating a stylish restaurant/bar with a capacity of 70 restaurant covers and a bar lounge accommodating 130 guests, waterside Terrace 120 guests. Additional Experience Amazon Multidrop Driver General Manager – Brasserie Blanc, London Kitchen & Bar Manager – Crowne Plaza Hotel General Manager – Pescatori Restaurant, Charlotte St, London Food & Beverage Manager – Cunard Cruises Line/Princess Cruises Line/Celebrity Cruises Line Restaurant Manager – Crystal Palace Hotel, Italy Chef Manager – Bice Ristorante, Orlando, US General Manager/Chef – Caffe Luna Rosa, Florida, USA

Level 3 NVQ Diploma in Hospitality Supervision & Leadership (QCF) – Lifetime Training Hospitality Degree – Instituto Alberghiero Paolo Borsellino